Senior Application Support Analyst
Universal Music Group
London, UKThis was removed by the employer on 3/16/2017 8:22:00 AM PST
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Full Time Job
Description
JOB DESCRIPTION
Job title: Senior Application Support Analyst
Responsible to: Global Application Support Manager
Department: Corporate IT Operations
Location of work: Hammersmith
main purpose of role
The IT Operations – Application Support department is responsible for Application Support, Application configuration, change management and Quality Assurance. We provide services, manage and support local and global applications by partnering with multiple project teams and vendors across various platforms and technologies. We interface directly with the clients and project teams to facilitate business efficiencies and/or cost savings which allow UMG to invest in new revenue strategies. Our client community includes retailers, publicity partners, marketing departments, ecommerce, online distribution retailers, and various music labels within our company as well as internal UMG users.
person specification
The Senior Support Analyst will take a lead role resolution of incidents and providing customer service to application users and IT partners.
These incidents may or may not be technical, depending on the nature of the incident. They will on the rare occasion be required to provide first level support which is often non-technical and includes but not limited to tasks such as:
• Mailbox management
• Triaging and preliminary analysis and troubleshooting
• Ticket escalation
• User administration
• Incident communications
They will primarily be required to provide 2nd level resolution and services support which includes but not limited to tasks such as:
• In depth troubleshooting / forensic analysis
• Business process management comprehension
• Impact analysis via understanding of interfaces and application integrations
• Back end analysis
• Performing platform support and/or writing, executing scripts
• Server analysis and troubleshooting
• Coordination between multiple resolving agencies
• Ability to recreate issues and concisely identify when an incident is a bug versus working as designed
• Escalations and respective communications to stakeholders
This position works closely with project and other departments' support staff. Additionally, takes a lead in the development and integrity of the Knowledge Base resources.
On occasion, the Senior Analyst will be required to work outside of their core hours should they be requested to do so by their line manager. Such situations that would require this would include; High priority or major incidents and associated actions.
Responsibilities:
• Respond, resolve or triage and escalate incidents
• Participate in application onboarding in order to gain functional knowledge of applications
• Continuous improvement and training/knowledge transfer towards becoming subject matter expert for multiple applications
• Assist and train new team members with onboarding applications to ensure support continuity and back up
• Perform self-assessments by reviewing incidents escalated and proactively identify gaps in knowledge and tools needed
• Utilize and maintain the support Knowledge Base for implementing solutions and documents new solutions.
• Work with management and business to prioritize and resolve incidents within the designated application service level objectives/ expectations.
• Liase with team members, Service Engineering (L3) or the application development teams to provide users with updates to resolutions when requested
Skills Profile
• Excellent communication skills
• Excellent and proven Customer Service
• Excellent problem solving, analytical and time management skills
• Ability to multi-task and switch between tasks quickly and smoothly
• A strong desire to learn and expand their technical knowledge
• Ability to work autonomously and exhibit excellent judgment
• Ability to work effectively under pressure to meet deadlines and resolve urgent incidents
• Ability to break down complex problems and provide expert advice on DI Applications.
• Ability to take ownership of technical incidents and work with applications teams
• Excellent writing and editing skills for technical documentation
• Environment and motivation suitable for doing 24/7 on-call support when assigned
Experience/Knowledge
• Required: 3-5 years' experience in hands-on advanced IT support (Level 2 )
• 1 years' experience in the software development life cycle including business analysis and deployment
• Required: Knowledge of Windows and general desktop & server support issues
• Knowledge of MS Office, inclusive of Visio, Frontpage, Sharepoint,
• Highly Preferred: Knowledge and experience working with Sitecore, .NET, HTML technologies
• Highly Preferred: Knowledge and experience working with VM Fusion, VM Parallels, MAC OS, IIS, XML, CMS
• Highly Preferred: Knowledge and experience working with VB.NET, ASP.NET and C Sharp
• Highly Preferred: Knowledge and experience working with IIS
• Highly Preferred: Knowledge of the ITIL Framework.
• Required: In depth knowledge of SQL including scripting
• Required: Knowledge of Integrated systems and applications
• Preferred understanding and experience specifically in music metadata, repertoire management, or content management systems.
• Highly Preferred: A good level of understanding Dev Ops activities including Cloud operations, Network and Server configuration.
diversity and inclusion
Universal Music is an equal opportunities employer. We embrace diversity and are committed to a working environment where no one will be treated less favourably on grounds of their sex, race, disability, sexual orientation, religion, belief or age
disclaimer
The company presents this job description as a guide to the major areas and duties for which the jobholder is accountable. However, the business operates in an environment that demands change and the jobholder's specific responsibilities and activities will vary and develop. Therefore, the job description should be seen as indicative and not as a permanent, definitive and exhaustive statement.